Dutch-Speaking Team Leader

Recruiter:

SA Commercial (Pty) Ltd

Job Ref:

CPT000190/GW

Date posted:

Monday, April 20, 2026

Location:

Cape Town, South Africa

SUMMARY:
Dutch-Speaking Team Leader

Purpose of the Role The Dutch-Speaking Team Leader is responsible for leading and developing a high-performing, Dutch-speaking customer service team. The role focuses on creating a positive, performance-driven culture while ensuring operational excellence, continuous improvement, and alignment with organisational goals.
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Key Responsibilities

1. Team Leadership & People Development

Lead, coach, and develop Dutch-speaking agents to achieve high performance
Drive employee engagement, well-being, and retention
Manage onboarding, training plans, and ongoing development
Conduct performance reviews, provide feedback, and address underperformance
Handle employee relations matters in line with company policies
Monitor attendance, absenteeism, and team morale

2. Operational Performance Management

Transate business and client (Netherlands market) objectives into team actions
Monitor KPIs (quality, productivity, attendance, SLA delivery)
Analyse team performance and implement improvement plans
Manage workforce planning inputs (staffing, overtime, scheduling alignment)
Ensure adherence to processes, policies, and client requirements

3. Stakeholder & Business Alignment

Act as key point of contact for Dutch market operations
Provide insights and recommendations to Operations Manager
Align team outputs with broader business and client goals
Maintain clear communication with stakeholders and cross-functional team

POSITION INFO:
4. Continuous Improvement

Identify process gaps and inefficiencies
Drive operational improvements and innovation
Ensure changes are embedded and communicated effectively
Use data and insights to enhance service delivery and team performance

5.Core Competencies

Strong leadership and ability to inspire teams
Excellent Dutch and English communication skills
Analytical thinking and problem-solving
Adaptability in a fast-paced BPO environment
Strong execution and results-driven mindset
Relationship building and stakeholder management

6.Success Measures

Achievement of SLA/KPI targets
Employee engagement and retention
Quality and customer satisfaction scores
Operational efficiency and productivity improvements

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